Principal Product Manager, CX & Platform Integrity

MrBeast • San Francisco, CA

1d • Onsite

About The Position

Beast Industries is building a new consumer app and we are hiring for a Principal Product Manager to set product direction for the internal tools that support and safeguard members: the consoles, queues, and automation our agents and investigators use every day.

Requirements

• 10+ years in product management, with a record of leading large, ambiguous, cross-functional work from concept to measurable impact.
• Experience owning internal tools or platform products that operations teams rely on every day, and the habit of designing for those users.
• Hands-on product experience with identity, age assurance, or consent flows in a consumer product, including how completion rates differ by method and market.
• Working knowledge of children's privacy and safety rules. COPPA or comparable minor-safety experience is a strong plus, given who our members are.
• Experience getting a consumer app through app store review, ideally with features involving prizes, payments, or younger users.
• Trust and safety or support tooling experience: moderation workflows, case management, and enforcement systems.
• Build-vs-buy judgment, including deep third-party integrations through APIs and webhooks.
• Enough technical fluency to read API documentation, scope an SDK integration, and partner with engineering on sequencing work.
• Clear writing, including PRDs engineers build from, and the ability to explain tradeoffs to operations, policy, and legal.

Nice To Haves

• Applied AI experience in support or safety: LLM-assisted triage and decision support, with evaluation and guardrails.
• Experience with vendors like Helpshift, Zendesk, Sierra, Decagon, Cinder, Arkose, Zentropi, Musubi, Sift or other CX, fraud, and safety vendors.
• Experience with age assurance or consent vendors such as k-ID and Persona.
• Experience with sweepstakes, contests, or gaming.
• Experience with live, real-time environments.

Responsibilities

• Own the product roadmap and requirements for operations tooling: agent, analyst, investigator consoles, case management, moderation review queues, escalation routing, data access and deletion workflows, and reporting.
• Own the requirements for the case management and enforcement tooling that integrity investigators use: one-click actions connected to the app backend (lock an account, force ID verification, hold a payout), bulk actions across linked accounts surfaced through a network view, restricted states for ambiguous cases (a member can still play but can't touch prizes or balances), and an audit log of who took each action and why.
• Build the identity and enforcement tooling that keeps bad actors out: give investigators the signals to catch fraud, bots, cheaters, and banned users returning on alternate accounts, and own the challenge and verification UX members see when flagged.
• Own the appeal path for age-band decisions: how decisions are appealed and overturned, including the console tooling an agent uses to change an age band after a successful appeal.
• Partner with legal and operations to define data standards for age and identity decisions: what we need to send to and receive from the external vendor on each decision (method used, result, appeal outcome) in order to operate our product safely and securely and in compliance with applicable regulations.
• Make build-vs-buy calls with Engineering and Operations leadership across the support platform, identity and consent vendors, case management and enforcement tooling, and moderation.
• Partner with Operations to define where automation acts and where a person reviews. Set the thresholds, fail-safe behavior, audit trail, and appeal path for each automated decision.
• Work with Product Policy and Legal to turn rules and regulation into requirements Engineering can build, keeping a clear line from each external rule to the shipped feature.
• Establish the metrics that matter for customer support (e.g. deflection, resolution time, CSAT, appeal overturn rate) and platform integrity (e.g. fraudulent payout rate, time to detect, chargeback rate), and the data and dashboards needed to evaluate the customer experience.
• Sequence the work with Engineering against launch, and say early when something won't fit.
• Run beta and launch readiness for these surfaces, including what support and operations need on day one.

Benefits

• Competitive Salary
• Generous Medical (Blue Cross Blue Shield), Dental, Vision and company-paid Life Insurance
• Company contributions to employee Health Savings Accounts (HSA)
• 401k Plan with Safe Harbor company-matching
• Flexible vacation policy and paid company holidays
• Company-provided technology package
• Relocation assistance where applicable, including travel and company-provided housing for the first 90 days

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed